De-escalation is a great technique when confronted with violent or aggressive behavior. Dealing with angry people is uncomfortable and difficult, particularly for those with little experience. Staff can expect to be confronted with new and unfamiliar events, but may lack the resources or experience to devise a plan of action. This course offers insight into resolving such situations beneficial to both the employee and the client. This webinar reveals the most recent recommendations for de-escalating angry clients, and diffusing tense situations both in the hospital and over the phone.